Customer Support (Mekari Qontak)

About the Role

In this position, you will work closely with internal teams to address complaints, provide feedback, and maintain high levels of user engagement. Given Mekari's commitment to innovation and customer experience, this role offers the opportunity to be part of a dynamic and forward-thinking team.

Mekari's customer support team is renowned for its proactive and communicative approach, reflecting the company's values of being people-oriented and solution-focused. As part of this team, you will embody these values, ensuring that every interaction with users is meaningful and resolving issues efficiently.

What You Will Do

• Handle user inquiries and complaints through live chat, phone calls, and emails, ensuring prompt and effective resolutions.
• Ensure user satisfaction by providing feedback and solutions to problems, collaborating with internal teams as necessary.
• Inform users about website maintenance, issues, or any other matters that may affect their experience.
• Analyze user feedback to identify trends and areas for improvement, suggesting changes to enhance user experience.
• Develop and maintain a thorough knowledge of Mekari's software solutions to provide accurate and helpful support.
• Collaborate with the development team to resolve technical issues and improve the overall user experience.
• Participate in training and workshops to enhance your skills and knowledge of customer support best practices.
• Maintain accurate records of user interactions and issues resolved, contributing to the continuous improvement of support processes.
• Provide insights and suggestions for improving the customer support process, aiming for higher efficiency and user satisfaction.

What We Are Looking For

• Minimum of 1 year of working experience in customer support or related fields, with a proven track record of resolving user issues effectively.
• Fresh graduates from all majors are welcomed to apply, provided they have a keen interest in customer support and digital technologies.
• Experience in handling user inquiries and complaints through live chat is highly desirable.
• People-oriented, proactive, and communicative personality, with excellent analytical and problem-solving skills.
• Ability to work in a fast-paced environment and adapt to new technologies and processes quickly.
• Strong communication and interpersonal skills, with the ability to empathize with users and provide personalized support.
• Basic understanding of digital tools and technologies, with a willingness to learn and grow.

Nice to Have

• Experience with customer support software and ticketing systems.
• Knowledge of Indonesian and English languages, to cater to a diverse user base.
• Certification in customer service or a related field, demonstrating a commitment to professional development.
• Previous experience in a remote work setup, with the ability to manage time and tasks independently.

Benefits and Perks

• Opportunity to be part of a leading SaaS company in Indonesia, with a strong mission to drive digital transformation.
• Competitive compensation package, reflecting the company's commitment to attracting and retaining top talent.
• Comprehensive health insurance, to ensure the well-being of employees and their families.
• Flexible working hours and remote work options, allowing for a better work-life balance.
• Access to professional development opportunities, including training and workshops to enhance skills and knowledge.
• A dynamic and supportive work environment, with a team that values collaboration and mutual respect.
• Participation in company-wide events and activities, fostering a sense of community and belonging.

• Develop your digital skills: Proficiency in digital tools and technologies is crucial for this role. Ensure you have a basic understanding of customer support software and are willing to learn more.
• Enhance your problem-solving skills: The ability to analyze issues and provide effective solutions is key. Practice breaking down complex problems into manageable parts and developing creative solutions.
• Improve your communication skills: Clear and empathetic communication is vital for user satisfaction. Focus on developing your active listening skills and ability to convey complex information simply.
• Build a portfolio of your experience: Even if you're just starting out, documenting your experiences and the skills you've developed can be beneficial. This could be in the form of a blog, case studies, or a simple portfolio website.
• Prepare for common interview questions: Research common customer support interview questions and practice your responses. This will help you feel more confident and prepared for your interview.
• Ask about remote work specifics: If you're applying for a remote role, it's essential to understand the company's expectations and setup. Ask about the tools they use, how they facilitate communication, and what support they offer for remote workers.
• Negotiate based on your research: If the company discloses the salary range, come prepared to negotiate based on your research of the market standards and your skills. Know your worth and be confident in your request.